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Communication

The New is hard

On the first day of a workshop, an accomplished client delivered an effective presentation with verve and style.  On the second day, I asked him to reorganize his talk to make it more customer-centric, a challenge he embraced with enthusiasm. … Read More »The New is hard

Empathy in Action

Years ago I splurged on a course at Harvard’s Kennedy School of Government, where, among other things, I learned that leadership is a constant tug between assertiveness and empathy. Assertiveness without empathy, I learned, leads to conflict with followers and… Read More »Empathy in Action